Senior Network Support Engineer – Cybersecurity Specialist

Perception Point; Atlanta (GA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

Paid holidays

Vacation time

Sick time

Leave program

Job summary

Fortinet in Atlanta seeks a Senior Technical Support Specialist to provide expert troubleshooting for FortiGate and related products, analyze configurations, and guide customers through complex issues.

The role collaborates with QA and development, supports knowledge management, and may require on-call rotation. Office-based 3-5 days/week with strong communication and problem-solving skills.

Qualifications

• Bachelor's degree in computer science, software engineering or related field, or an equivalent combination of training and experience is desirable.
• Deep working knowledge of operating systems – Windows, OSX, Unix/Linux.
• Strong understanding of TCP/IP, routing protocols, L2/L3 switching.
• Experience with security products - firewalls, IDS/IPS, VPN, virus scanning.
• Strong troubleshooting and problem-solving skills.
• Past experience using AI tools to help the effectiveness of day-to-day activities.
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.
• A working understanding of knowledge management principles in daily workflow; KCS framework experience is an added advantage
• Ability to work in the office 3-5 days a week
• Possibility of an on-Call rotation
• Strong communication skills, both written and verbal

Responsibilities

• Provide troubleshooting expertise on the core Fortinet products - especially FortiGate
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer system information
• Recommend corrective actions based on analysis
• Provide Customer education where needed due to gaps in networking, product knowledge etc.
• Consultation of technical documentation, bulletins and release notes for known problems
• Reproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential new solutions.
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation

Skills

Troubleshooting

Networking

Security products

AI tools

Communication skills

Customer service

Education

Bachelor's degree in CS/Software Eng or related field

Equivalent training/experience

Tools

Windows

macOS

Linux/Unix

Job description

Fortinet in Atlanta seeks a Senior Technical Support Specialist to provide expert troubleshooting for FortiGate and related products, analyze configurations, and guide customers through complex issues.

The role collaborates with QA and development, supports knowledge management, and may require on-call rotation. Office-based 3-5 days/week with strong communication and problem-solving skills.